Customer Relations

$130.00

Editor: Victoria J. Farkas

Series: Business Issues, Competition and Entrepreneurship

Customer relations is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. This book presents topical research data in the study of customer relations, including how consumers use Alan P. Fiske’s relational models framework to construct their relationships with service organizations; measuring corporate Customer Relationship Management (CRM) strategy; and identifying the relational benefits influencing customer loyalty.

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Preface

Alan P. Fiske’s Relational Models Framework: Applications to Customers’ Relationships with Service Marketers, pp. 1-36
(Velitchka D. Kaltcheva, Robert D. Winsor, Anthony Patino, Loyola Marymount University, Los Angeles, California)

Measuring Corporate CRM Strategy: Its Model, Methodology, and Application, pp. 37-71
(Hyung-Su Kim, Department of Industrial & Management Engineering, Hansung University, Seoul, Korea)

Inter-Organizational Social Capital as Relationship Investments: An Empirical Investigation of the Effects on Customers’ Relationship Satisfaction, pp. 73-93
(Mariachiara Colucci, Manuela Presutti, Department of Management, University of Bologna, Bologna, Italy)

Customer Value Analysis: A Two-Stage Data Mining Approach, pp. 95-113
(Ching-Tzu Tsai, Chih-Fong Tsai, Chia-Sheng Hung, Department of Business Administration, National Chung Cheng University, Taiwan, and others)

Customer Relations and Loyalty-Based Segmentation: A B2B Approach in the Tourism Industry, pp. 115-128
(Irene Gil-Saura, María-Eugenia Ruiz-Molina, Beatriz Moliner-Velázquez, Marketing Department, University of Valencia, Valencia, Spain)

Pros and Cons of Long-Term Customer Relationships, pp. 129-141
(Christina Öberg, Linköping University, Department of Management and Engineering, Linköping, Sweden)

Involvement as Market Creation: A New Way to Consider Customer Relations, pp. 143-150
(Johan Gaddefors, Alistair R. Anderson, Swedish University of Agricultural Sciences, Uppsala, Sweden, and others)

Index pp.151-158

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